How to collect basic information about your Sitecore installation

  • To give your support ticket a good start, we recommend that you always provide the Sitecore Support team with basic information about your Sitecore site along with the other details of your request. The information can be generated automatically or manually. See the following sections and use the solution that most closely resembles the applied deployment model.
    1. Create a new folder for storing the files.
    2. Navigate to the website root folder of your Sitecore website and copy the following files to the folder that you have just created:
      • \web.config file
      • All contents of the \App_Config folder
      • \Global.asax and \Global.asax.cs files
      • \sitecore\shell\sitecore.version.xml file
      • All contents of the \sitecore\shell\hotfixes folder (if it exists)
      • All contents of the \sitecore\shell\patches folder (if it exists)
    3. Navigate to the Data folder of your Sitecore website. It is usually located either one level above the website root folder or inside the website root folder.
    4. In the Data folder, copy the following files:
      • Log files from the \Data\logs folder. You must include every type of a log file and preserve the original file names. If the overall size of the log files is large, you can limit the files to the ones created within the last 48-72 hours or to the log files that cover the time interval when you experienced an issue with your Sitecore installation.
      • Sitecore counter files from the \Data\diagnostics folder.
    5. When you have collected all the required information, make a ZIP archive out of the folder.
      For example:
      Right-click the folder, click Send to and then click Compressed (zipped) folder.
    6. Attach the resulting archive to the support ticket or upload it to the Sitecore Support Box Storage.
    1. Copy all the configuration files required as described previously in the section On-Premise - Option 2 (Manual).
    2. Collect all the required logs:
      • For Sitecore XP 8.2 Update-1 or later, logs are written to Azure Application Insights.
      • For Sitecore XP 9.0 Update-2 or later, logs are additionally stored in the file system on \Data\logs\{machineName}.

    For details about how to access configuration files and logs, see the article Access logs and diagnostics data in Sitecore XP on Azure Web Apps.

  • For Sitecore XP 10.0 running in Docker Container, a support package can be generated using the following URL:
    <site hostname>/sitecore/admin/supportpackage
    Refer to the On-Premise - Option 1 (Recommended, Automated) section for the step-by-step instructions on how to use this page.
  • Follow the steps listed in the On-Premise - Option 2 (Manual) section. In order to perform a copy operation from a Docker container to a host machine, refer to How to copy files to/from container.
  • Timeouts of automatic package generating are configurable using the following settings:
    • <setting name="SupportPackage.ResponseTimeout" value="00:01:00" />
    • <setting name="SupportPackage.CollectionTimeout" value="00:10:00" />

    These can be found in the file:


    A description of each setting is present in the configuration file.

Applies to:

CMS 6+

March 11, 2014
November 18, 2020